Business Profile

Ambulance Services

Superior Ambulance Service

Headquarters

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Pattern of Complaints

Complaints

This profile includes complaints for Superior Ambulance Service's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

164 total complaints in the last 3 years.
44 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/26/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
10/22/2024 amount ******** transfer my life partner from ********** *********;to ************************* ****. ******** should have involved from the beginning but was not. had to pay up front. Superior dragging their feet on getting my credit card reimburse.
Business Response
Date: 11/29/2024
Please provide the invoice number or patient's name and date of birth in order for us to look further into.
Customer Answer
Date: 11/29/2024

Complaint: 22607924

I am rejecting this response :**** Bishop 24-41-4845

Sincerely,

******* *****
Business Response
Date: 12/02/2024
This claim is currently in process with the secondary insurance. Please allow time for the secondary insurance to complete processing so Superior is able to determine the full refund amount.
Customer Answer
Date: 12/02/2024

Complaint: 22607924

I am rejecting this response because: TRICare has made their decision i do not know what the hold up is. The money needs to be refunded.

Sincerely,

******* *****
Initial Complaint
Date:11/22/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My name is ******** **********, and I am filing this complaint regarding an issue with a $900.00 ambulance service charge. On June 24, 2023 an ambulance was requested by law enforcement officers at the scene, for a domestic violence incident at my house. To date, I have paid $520.00 of this charge in good faith, even though the necessity and appropriateness of the charge remain in dispute. Recently I had my attorney request supporting documentation and an itemized breakdown of these charges, The ambulance provider denied providing any itemized statement & stated to my attorney that when I denied the ride, that the paramedics had me sign something. She told my attorney that when signing the denial of the ride, I also consented to being responsible for costs.I was in distress at the time, having just been injured in a domestic attack. To date, the ambulance provider has not provided me with any copy of the document they claim I signed, nor did they provide me a copy of what I "signed" during the incident. I find it unreasonable to hold me responsible for this charge without clear documentation or explanation. The ambulance was at my house for less than 10 minutes and the paramedics wrote on a piece of paper what kind of over the counter cream I should buy for the burn on my arm. They also told me to make sure I went to the Dr. ***** I can't grasp how that would cost me $900.00. My attorney has requested the following from Superior: 1. A detailed itemization of the $900.00 charge. 2. A copy of any document I allegedly signed accepting responsibility for these fees. 3. Copies of any relevant policies or agreements justifying these charges. We are waiting on the records department to provide these items. I believe that this company is taking advantage of a ton of people and scaring them into thinking they owe for fees that are either false or unreasonable. Thank you for your attention to this matter. Sincerely, ******** **********
Business Response
Date: 11/25/2024
Please sign and return the attached form in order for us to send the requested documents.
Customer Answer
Date: 11/26/2024

Complaint: 22591840

I am rejecting this response because: I will send in the Hippa form to them & then let this complaint proceed. They have not given my attorney records still to date. I don't believe they have my records. I believe they are fraudulently charging me. I would like my $520 back. Thank you! I am not sure how such a business, with as many complaints that they have is still running. Our towns/cities need ambulance companies that is not preying on people.

Sincerely,

******** **********
Business Response
Date: 11/26/2024
Once the completed and signed ***** form is returned, Superior will send the requested documents.
Initial Complaint
Date:11/20/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I took my toddler to our local emergency room in June 2024. The doctors caring for her wanted her transferred to a childrens hospital, and advised us to take medical transport. We were taken in a non-emergent ambulance to the nearest childrens hospital. We later received a bill for nearly $9,000 from Superior ambulance company. Superior bills at rates significantly higher than their competitors, resulting in THOUSANDS of dollars in excess charges. From my research, it appears that they bill 50-100% higher than other ambulance companies for the exact same services. For example, other companies charge $20-30/mile, whereas Superior charged us $60/mile. Other companies charge a base rate of $2000-$2,400, and Superior charged us $6,600! I called customer ********************** (numerous times), and their rationale for the excessive billing is that they are a private company- so basically they do it because they can get away with it. Or at least they think they can. Additionally, they are unwilling negotiate anything more than a couple hundred dollars off the thousands of dollars they say we still owe them. Its sickening that a company in the business of helping people is attempting to fraudulently take advantage of people during such a vulnerable time. This is completely unacceptable.
Business Response
Date: 11/22/2024
Please provide the invoice number or the patient's name and date of birth in order for us to look further into.
Customer Answer
Date: 12/11/2024

Complaint: 22583408

I am rejecting this response because: Good morning,

I apologize for the delay here and maybe its too late, but I just wanted to note that my case NOT been resolved. I have not been contacted by the business to reach any resolution.

Im sorry Im just working on this now, we were on vacation so Im just going though the mail now (I dont think I received any email communication regarding the issue).

Sincerely,

****** *****
Business Response
Date: 12/12/2024
Please provide the invoice number or the patient's name and date of birth in order for us to look further into.
Initial Complaint
Date:11/20/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The invoice is full of line items that say BCBS EFT_PAYMENT - $0.00. None of these line items specifies what wasn't paid. **** says the bill is paid in full. Way over $8000 was paid to Superior.
Business Response
Date: 11/22/2024
Attached is a copy of your explanation of benefits showing $429.39 was not paid by ****. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full. We are encouraging the patient to contact the insurance company to appeal the unpaid amount. Please advise our customer ********************** department of the action that is taken with the insurance, so that we can allow time for an additional payment. In the event that no additional payment is made, our customer ********************** department is able to work with the patient to establish a payment plan.
Customer Answer
Date: 11/25/2024

Complaint: 22582662

I am rejecting this response because:
I want to know why Superior is not in network with ********** Blue Shield. Both Superior and ********** Blue Shield are very, very big. Superior should be in network with ********** Blue Shield. Please explain.
Sincerely,

*** ***********
Business Response
Date: 11/26/2024
********************** does not contract with ambulance companies across *********
Customer Answer
Date: 11/27/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
The whole thing stinks to high heaven, however. Boo Hiss

Sincerely,

*** ***********
Initial Complaint
Date:11/12/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My son was transported from ** to ***************** on august 22 this year. We experienced emergency and as a parent I was not informed who will transport him. I had insurance what stated Supervisor was out of network however they will pay majority of the bill that was almost 4000 dollars. We even had 3 way conference call with Supervisor Ambulance representative who advised that I should file appeal. Appeal was filed and my insurance representative informed me that my co pay is 270 dollars however Superior harrasiing me with bills threatening to put me to collections if I dont pay right away. They even went to extend telling me to give them my credit card number so I get a deal paying 2900 dollars. All representatives are rude and disrespectful on the phone if I call to explain my situation. They demending immediate pay over the phone even if Itry to explain that my insurance is willing to cover bill. I really dont know what else to do but proceed with legal matter. I have been a nurse for 20 years and never came across so unprofessional and rude customer ********************** like *********************************************.
Business Response
Date: 11/14/2024
Ascension is working directly on this claim with Superior and has sent this claim to the homebase for agreement. An Ascension Consultant has sent the claim for payment.
Initial Complaint
Date:11/11/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
2/13/2024 date of ambulance service. Insurance paid $3580.00. Ambulance service from ********************* to *************** which is 25 miles. They want me to pay an additional $955.00 more. They said I have to pay it. Total bill $4535.00. I feel the insurance company paid more than enough for this invoice.
Business Response
Date: 11/12/2024
We are responding to the complaint filed. We take all complaints seriously and investigate all facts
involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of **************
(Superior) reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill
for the transportation services to the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

We are encouraging the patient to contact the insurance company to appeal the unpaid amount. Please advise our customer ********************** department of the action that is taken with the insurance, so that we can allow time for an additional payment. In the event that no additional payment is made, our customer ********************** department is able to work with the patient to establish a payment plan.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
********************************************************************
**********************************************************************************************************
Customer Answer
Date: 11/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ********
Initial Complaint
Date:10/17/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My 2yo daughter was admitted to the ** at *********************** in ***** for febrile seizures at the end of May 2024. We were told she needed to be transported to **************** in **********. We were not told why or that it would be through Superior. She was transported non-emergency with lights off. Superior billed BCBS, however we never received a bill or any communication from Superior. Now a debt collection agency is calling me saying I owe for this Superior Bill 3.5 months later.
Business Response
Date: 10/18/2024
Please provide the patient's name and date of birth so we can look further into this.
Initial Complaint
Date:10/08/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My son was transported less than a mile (.3) from one hospital to the ** across the street. They billed me almost $2000. ********** paid all but $60. They stated that was a duplicate charge from Superior and it was already paid. Called Superior, ********** called superior they were rude and unprofessional! It was how they coded it, they are trying to get double from us. They will not admit that. ********** told me to file a complaint with the state because Superior is not following legal insurance guidelines. I did that and then began reading reviews for Superior online. I am not alone! This is wrong! I can't even pay it with our wageworks card because it is a duplicate charge, they won't cover it! I can't believe how RUDE these people are! No compassion and they would not even listen to me or to **********. Terrible.
Customer Answer
Date: 10/09/2024

Better Business Bureau:

The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed.

Sincerely,

******* **********
Initial Complaint
Date:10/02/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My mom was at ********************* and it was determined that she should be in ************* Hospital called Superior to transport her to Lightways Hospice. She passed 2 days later. Superior sent a bill for the transport which was supposed to be covered by ********. They submitted it to ******** as non emergency which was incorrect. I called ***** twice to explain to her that it was submitted incorrectly. She ignored what I was trying to tell her. I sent paperwork showing that it should have been covered under ******** Part A for the ************ and they submitted it under part B and did get some payment under the part B. Hospice is covered completely under ********. They are now sending past due bill and threatening collection efforts. I have enough to deal with because of her passing and now this. She is deceased and now they think they can collect from her. I am really disappointed in the way I was treated by their billing office.
Business Response
Date: 10/04/2024
We are responding to the complaint filed. We take all
complaints seriously and investigate all facts involved. Upon receipt of this
complaint, Superior Air-Ground Ambulance Service of Illinois, Inc. (Superior)
reviewed the matter in question.

The transport that occurred on 6/13/2024 was from Silver
Cross Hospital to Lightways Hospice. This transport was not considered an emergency
as there was no emergency care provided and lights and sirens were not on
during transport.

The transport was submitted under Medicare Part B as
Medicare Part A does not cover ambulance transportation.

If there are any questions, please contact our Customer
Service department at 630-832-2012.

Sincerely,
Kira Mendrick
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
395 W Lake St.
Elmhurst, IL 60126
Customer Answer
Date: 10/07/2024

Complaint: 22372156

I am rejecting this response because:
Based on their response My mom
was transported to hospice (she even stated it was a hospice care
facility) and medicare covers hospice care including transportation. I attached the paperwork that states that.
I was in the ambulance with my mother and yes they did have the lights
going. My Mom was deceased 3 days after being taken to hospice.
Threatening to send to collect from a deceased person? She needs to
check to see how to submit it correctly.
Based on the complaints on the BBB and from things I have heard directly from other people this company is not reliable.
Also the attitude I received from their billing department was uncalled for.

Sincerely,

Barbara Seeman
Business Response
Date: 10/09/2024
Superior has reached out to Lightways Hospice who advised they will take responsibility of the balance as a courtesy. The patient balance is now $0.00.
Customer Answer
Date: 10/14/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22372156, and find that this resolution is satisfactory to me.

Sincerely,

Barbara Seeman
Initial Complaint
Date:09/30/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5/17/24 I found my husband unresponsive and had to call 911. He was transported to the nearest hospital due to stroke protocol and his symptoms. Once there it was evident that admission was required. They transported him via Superior Ambulance to ****************** due to complex medical history and needing a higher level of care. Superior Ambulance billed us a base rate of $6,600.00 where Bell Ambulance only billed a base rate of less than HALF This amount for the same HCPC code (A4034, A4045). This seems like unfair billing practices as patients are left with the balance due to ground ambulance services being out of network and no protection with the no surprise act since they are not included. When you call customer ********************** they are all extremely rude. Saying they can knock the bill down only by *******. Still leaving you with a ******* ************* ambulance customer ********************** worked with me by knocking the bill down by 38% ( mind you there bill was much smaller) and worked with me on payment plan as well. Extremely unhappy with Superior Ambulance and if they were sent to pick up my husband again I would almost have to turn them away and ask for another Ambulance Service as who can afford this..Total biled amountwas $8,400.00.
Business Response
Date: 10/01/2024
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of *************** (Superior)reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to ******, *** patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

As a reminder, this service was ordered by a physician and should be reimbursed as such by the insurance plan. Superior is willing to appeal to your insurance company on your behalf. Please complete the attached paperwork and return in order for us to do so.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
************************************

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This business has 2 alerts

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Superior Ambulance Service is NOT a BBB Accredited Business.